Strange errors from DNS-O-Matic

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38 comments

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    rotblitz (Edited )

    I have the same problem with the ChangeIP service, sometimes with the DuckDNS service.  I have submitted a ticket yesterday.  It is still there and still "open".

    You can view your tickets here: https://support.opendns.com/hc/en-us/requests

    If it is no longer there, you must have formulated it so unluckily that they have treated it as scam.

    It looks like the update servers are categorized as malware from a DNS-O-Matic point of view, because what you see as output is the redirection in case a malware domain is being hit.

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    alexo

    Hi rotblitz,

    I formulated it almost exactly like in my post above, except with the actual, non-redacted, URLs, and a polite request to fix it.

    I noticed it with DuckDNS too, but it's sporadic, whereas the other two seem to be consistent.

    Categorizing the update servers as malware is weird as they are configured by the DnsOMatic team.

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    rotblitz

    Yep, let's see what they respond to my ticket.

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    silvanights

    Hi Guys,

    I am also getting the same error using DNS-O-Matic with DuckDNS.

    I changed my update interval to 5 minutes so I could troubleshoot easier.
    Sometimes it is communicating without error and does update IP as it should, odd.

    I will be interested to see what you get back from support, so please do update this thead.

    Thx

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    rotblitz

    The ticket is still open since seven days now.

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    alexo

    I wouldn't hold my breath.

    I opened a ticket when yDNS stopped working with DnsOMatic.

    After 2 month of back and forth, they told me that "The issue with YDNS has been filed with development, but I don't have an ETA for when it will be addressed."

    That was over two years ago,  yDNS still does not work.

     

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    sebw

    I also get this error across 2 services at No-IP and 1 at DuckDNS.

    It seems to be totally random as to whether the update suceeds or not, and the failure is always as described in the OP.

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    alexo

    Submit a ticket just in case

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    bluearrow4747 (Edited )

    HI guys,

     

    I am experiencing the same problems with my NO-IP accounts.

    I opened up a support ticket more than two weeks back and got only automated response.

     

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    rotblitz

    After 16 days I got a message from support 12 hours ago. They ask me for more details about the issue. I have responded so far and included a link to this thread.

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    rotblitz

    Support came back with the following advice:

    Please try the following steps:

    • Access your OpenDNS dashboard
    • Select the Security tab
    • Uncheck the option Enable basic malware/botnet protection checkbox and apply that.
    • Then reenable the option and then hit apply.

    This has resolved the problem for a number of our clients. Please try this and advise if the problem is resolved or not.

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    alexo

    Thank you rotblitz, I'll try that.

     

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    sebw

    Thanks rotblitz, I have tried as was suggested but have seen no change and still get the seemingly random failures.

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    rotblitz

    Me too. I reported back.

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    alexo

    Didn't work for me either.

    Ticket has been open for 19 days.

     

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    rotblitz

    The issue has been escalated to level 2 support now.

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    bluearrow4747

    Glad to hear that this issue has finally been escalated. Hopefully they will resolve it soon.

    Also can I not find any 'Security Tab' in my account.

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    sebw

    It's via the dashboard:

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    rotblitz

    bluearrow4747

    You do not need to know where the Security tab is, because this didn’t help. If you want to know nevertheless:

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    stlony

    Hello,

    I am facing the same issue and have been turning arround my self for the last 2 months. I am happy that i found this post. I will follow up the results. I hope you found the solution soon.

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    bluearrow4747

    Hello,

    Sorry about my late response. The reason why I could not find the 'Security Tab' was that I had no network setup.

    I did follow the instructions, just in case that they might help 'a tiny bit' in resolving this endless issue.

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    bill_stewart

    Same problem here. I can confirm that disabling the "Enable basic malware/botnet protection" allows updates to work. I have opened a ticket with OpenDNS to report this and posted the URL to this thread.

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    bill_stewart

    Update: The problem seems to be intermittent. I have "Enable basic malware/botnet protection" enabled and just did a manual update, and the update succeeded. I am writing this on 2020/12/04 and my ticket opened on 2020/11/30 is still open, with no comments from the support team as of yet.

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    heutger

    Can confirm. OpenDNS stuff seems to be stupid and incompetent. I already explained the issue many times to them. They don't understand, that this setting could not solve problem as this setting just would change the behavior for a network using OpenDNS, but meanwhile the code is running on DNS-O-Matic servers, this setting won't effect them. So they seem to have a false positive against themselves and proof, that using their OpenDNS service is no good idea as their malware protection is buggy or minimum has false positives. I again explained once they asked for a screenshot and diagnostics from the sourcing server, I should finally ask for root access to their DNS-O-Matic servers to perform that. However I provided them the mail again and diagnostics from my primary computer, which clearly states, that I use my own Pi-hole with own resolver and Synology with own resolver. Be also very interested in the updates of this thread.

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    alexo

    The ticket about ChangeIP and No-IP has been open since Nov 5th, with no response.

    The ticket about DuckDns gets the same unhelpful suggestions.

    What does it take to escalate?

     

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    rotblitz (Edited )

    On Nov 25 I got the response that escalation to level 2 support took effect for my ticket. I had nothing to do to get it escalated.

    Ensure that they don’t wait for a response to your ticket. If you do not react in time, they may close it.
    https://support.opendns.com/hc/en-us/requests

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    heutger

    My diagnostics (which are somehow useless) are escalated to Level 2 as well. I hope, there is a more competent supporter. I tried to explain once again, that looking for a bug e.g. on a full street power interruption wouldn't be solved by checking the DVD player and that's somehow similar or checking the light on a house on fire, but I'm afraid, their support has less to none competence and should better work as street worker. They neither understand, what's said or simply ignore it. It's somehow such easy, the checkbox mentioned above seems to be required to be unchecked for the OpenDNS resolvers used on the DNS-O-Matic servers (also it's curious, why they use such resolvers on their servers as this are servers and no clients and e.g. browser malware wouldn't affect such servers), it also shows their servers are useless because of false positives. That's why I use my own Pi-hole instead.

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    alexo

    The ticket I opened about DuckDNS has not received any comments in a month.

    The ticket I opened about ChangeIP and No-IP got deleted from the system.

    Actually, all my tickets other than the DuckDNS one got deleted from the system, including the ones about yDNS -- which they haven't fixed in 2.5 years.

    I wonder if that was done in spite because I marked one of my previous tickets as "not satisfied" when I closed it.  The CSR emailed me to ask why and I replied with a polite explanation.  Silly me for assuming they will actually use the feedback to improve their customer service.

     

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    heutger

    I got some response from second level support, however, they just recognized some false entries on OpenDNS for a few hostnames and should have been fixed, but I mentioned, that also other DynDNS providers fail. They did not found any false entries and still work on. I also asked, why they use OpenDNS malware protected DNS servers on their DNS-O-Matic infrastructure as it doesn't make sense for me, it just could produce false positives like here but the protection level for a server system (just running update scripts and not surfing the web) wouldn't be such high, that it makes any sense instead of using "normal" or "unfiltered" DNS servers. Still await response after this feedback.

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    alexo

    I guess they like you more than they like me.

    DuckDNS still fails.

     

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